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Wi-Fi Calling

What is Wi-Fi Calling?

Wi-Fi Calling gives you the freedom to call and send text, picture and video messages over a Wi-Fi connection. The strength of your cellular signal is no longer a worry because, as long as you’re connected to Wi-Fi, you can call and text as you normally do, using your existing phone number. Once you’ve set up Wi-Fi Calling on your Freedom Mobile phone, it will automatically use Wi-Fi Calling whenever you’re connected to a Wi-Fi network.

When and why would I use Wi-Fi Calling?

Wi-Fi Calling extends your plan features to any Wi-Fi network in the world. It’s especially helpful where there’s limited mobile network coverage, such as basements or the upper floors of tall buildings.

Plus, it’s a great alternative when travelling internationally if a roaming partner’s coverage is weak, or to save on roaming fees.

Which phones support Wi-Fi Calling?

See here for a list of phones that support Wi-Fi Calling.

As we add new phones to our line-up, they will all support Wi-Fi Calling. Because this is new technology for Freedom Mobile, not all existing phones support this feature, however.

To use Wi-Fi Calling, you’ll need our latest SIM card (ones printed with “P6” on them).If you don’t currently have the latest SIM card, we’ll replace yours for free at any Freedom Mobile Warranty Centre.

I brought my own phone to Freedom Mobile. Can I use Wi-Fi Calling?

Wi-Fi Calling requires customization of a phone’s operating system so, unfortunately, we’re not able to offer Wi-Fi Calling on phones that haven’t been purchased from us, nor on iOS phones.

How do I set up Wi-Fi Calling?

If your phone supports Wi-Fi Calling, follow these simple steps to activate it, or watch the how-to video

Step 1

Turn on Wi-Fi in your phone’s Settings.
Select and connect to an available Wi-Fi network. 

Step 2

In Settings, tap Call Options and turn on Wi-Fi Calling. By default, phones are set to Wi-Fi preferred.
Choose to either automatically connect to Wi-Fi where available, or always use the mobile network. 

Step 3

Your phone includes instructions and a link to register for 9-1-1 emergency services.
Tap the link to launch the Freedom My Account app. If you don’t have the Freedom app, you’ll be taken to the Download page.
Register an address for 9-1-1 services.
You’ll receive a confirmation text once you’re done.

That’s it! A Wi-Fi Calling toggle will now appear on your phone to turn the feature off and on, though it may take some time to display because it needs to communicate with a server.

Why do I need to provide an address for 9-1-1 emergency services?

It’s important to register the address of your current location in case you’re unable to communicate it to an emergency operator in the event you need to make an emergency 9-1-1 call while connected to a Wi-Fi network. For safety reasons, you should always update this address to your current Wi-Fi location in the Wi-Fi Calling settings on your phone. Correctness and accuracy of this address are your responsibility.  

What type of Wi-Fi connection do I need to use Wi-Fi Calling?

Every Wi-Fi network supports Wi-Fi Calling, however you may experience technical difficulties using networks with low bandwidth, particularly low upload speeds, or that block certain connections such as IPSec (Internet Protocol Security).  While using Wi-Fi Calling, you’re using the data on the Wi-Fi network, not the data from your mobile plan.

If you’re in Western Canada and your phone is already set up to use Freedom Wi-Fi, you’ll automatically connect to more than 85,000 hotspots throughout Western Canada, enabling your Wi-Fi Calling in many more locations.     

Does Wi-Fi Calling use data from my wireless plan?

When using Wi-Fi Calling, you’re using data from the Wi-Fi network to which you’re connected, not your Freedom Mobile wireless plan. Most Wi-Fi plans do not have caps, but you should check with your Wi-Fi service provider for the most up-to-date information.

When will my phone use Wi-Fi Calling instead of the mobile network?

If Wi-Fi Calling is enabled when you have access to both the mobile network and a Wi-Fi network, your phone will automatically default to the option you selected in Settings > Call Options of your phone during the initial setup of Wi-Fi Calling. You must select whether you want your phone to default your calls and text, picture and video messages to Wi-Fi where available, or whether calls and texts should use the mobile network where available and try Wi-Fi where mobile service is unavailable. If you don’t make a selection, Wi-Fi preferred will be the default on most phones. The Wi-Fi Calling indicator (shown) will let you know when you’re connected through Wi-Fi as opposed to the mobile network.

What happens when I’m on a call and leave a Wi-Fi network?

If you start your call while connected to Wi-Fi using Wi-Fi Calling and then move out of that Wi-Fi network’s range, your call will drop. To make sure your call doesn’t drop, you should stay inside the range of the Wi-Fi network for the duration of your call. In the future, seamless transition from Wi-Fi to our mobile network will be possible with phones that support Voice Over LTE (VoLTE) in areas where LTE is available.

Will all of my wireless features work with Wi-Fi Calling?

Unfortunately, location-based calling services (such as 2-1-1, 3-1-1 and #taxi) do not work with Wi-Fi Calling.

How much does Wi-Fi Calling cost?

Calls and text, picture and video messages will be counted against your plan as if they were made from Freedom Mobile’s Home network (including calls, texts and picture messages made using Wi-Fi Calling while outside of Canada). Usage information will be reflected in a local Canadian time zone depending on the network node through which your calls are routed (usually GMT+5 or GMT+8) and updated the same way as any other detailed call record in My Account or detailed billing information.

Are there limitations for using 9-1-1 emergency services with Wi-Fi Calling?

There are important limitations when making 9-1-1 calls while using Wi-Fi Calling due to the nature of using Voice Over Internet Protocol (VOIP) technology. Emergency calls using VOIP are handled differently than ones made over a mobile network.

1. Your 9-1-1 Emergency Location
If any mobile network in the area that phone frequency supports is available, then the 9-1-1 call will always be treated as a regular emergency call. If a mobile network is not available or you’re connected through a Wi-Fi network, the 9-1-1 operator will not know your location unless you can tell them directly or have previously updated your current location in the Wi-Fi Calling settings on your phone.

During the initial set up of Wi-Fi Calling on your phone, you’ll be asked to enter the full address for your most likely location (your “9-1-1 Emergency Address”). You may only register one 9-1-1 Emergency Address at a time and you are solely responsible for updating your emergency address. You can update your location through the Wi-Fi Calling settings on your phone at any time.

2. Placing Emergency Calls
If the 9-1-1 call is carried over a Wi-Fi network (because a mobile network is unavailable), the emergency call will be automatically transferred to a specialized 9-1-1 Call Centre. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. The 9-1-1 Call Centre operator will then transfer your call to the correct PSAP or emergency responder based on the location you verbally provide. If you’re unable to communicate your current location, the operator will transfer your call based on the 9-1-1 Emergency Address you’ve specified in the My Account application. When using Wi-Fi Calling to dial 9-1-1, you must immediately inform the operator of your location (or the location of the emergency, if different) if you’re able. You should also be prepared to provide your call-back number to the operator. You must not disconnect the 9-1-1 call until instructed to by the operator, as they may not have your number or contact information. If you are inadvertently disconnected, you must call back immediately.

3. Service Outages
During internet or dedicated connection service outages for any reason whatsoever, Wi-Fi Calling (including 9-1-1 service using Wi-Fi) will not work.

4. Loss of Service Due to Power Failure
In the event of a power failure, Wi-Fi Calling (including 9-1-1 service using Wi-Fi) will not work. If there is an interruption in the power supply, 9-1-1 service will not work until power is restored.

5. Connection Time and Technical Difficulties
Wi-Fi Calling (including 9-1-1 service using Wi-Fi) will not work if your internet or Wi-Fi equipment are not configured correctly, do not have the bandwidth to carry a call, or if Wi-Fi Calling isn’t working for any reason, including but not limited to network or internet congestion, service disconnection due to billing issues, or breach of your service agreement with Freedom Mobile. If you leave the Wi-Fi network you originally made the 9-1-1 call from – even if you simultaneously move to a new Wi-Fi network – your 9-1-1 call will drop.
6. 9-1-1 Text (T9-1-1)
Wi-Fi Calling does not support the T9-1-1 (Text to 9-1-1) feature.